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LC
L#$ C65

1 reviews | Active since Mar 2018

06 Mar 2018, 11:31

Failure to cancel ********** upgrade

In the first week of February 2018, received a call from summermobile offering a subscription for a Huawei cellphone. Rejected the offer. A few minutes later, received sms's congratulating me on my upgrade, etc. Contacted MTN, call centre agent escalated the cancellation from MTN side and said it would be done within 48 hours. I was also required to contact summermobile and ask them to cancel it. Called summermobile, they claimed it was a mistake on their part and cancelled the upgrade. After a week and there was no cancellation, called the call centre again. And was told it would take a week to cancel. Nothing happened after a week so I contacted the call centre again and response was must a wait a few more days. Waited a few more days and no cancellation notice. Called the call centre again, and was told that there was nothing further that can be done and I must just wait.

In the meantime, I have an upgrade of a contract that I did not want. I have been credited which means I will be paying for the upgrade. I also I am paying for a phone which comes with the upgrade which was cancelled with the courier company so I do not have the phone. And because of this situation I cannot actually upgrade or change my contract which expired in February 2018.

It has been a month and there has been no cancellation and no feedback or response from MTN. It is ridiculous that it takes MTN a month to cancel an upgrade on their own systems.

I would like the upgrade cancelled immediately and be returned to the package I was in prior to this ********** upgrade.

0
Replies (2)
LC
L#$ C65's update14 Mar 2018, 11:12
Reviewer Update
I received a response but it was a generic response that did not and has not resolved my complaint two weeks later. As mentioned in my private posts I have already cancelled with summer mobile and provided the reference number. Therefore there should be no further delay. Please advise why the lengthy delay to cancel an upgrade that was **********ly done by summer mobile and abetted by MTN. All I want is for MTN to return my contract to its previous package before my next billing date.
LC
L#$ C65's update12 Apr 2018, 11:10
Reviewer Update
4 messages and two and half months later nothing from mtn with respect to cancelling the ********** contract and reimbursing me. Alice van de Merwe, mtn complaints analyst responded that they were looking into a month and half ago. I guess mtn aren't interested in resolving queries. As such I'm going to take it up via the national consumer commission and media.